Research & Resolution Lead

We are hiring for a Research and Resolution Lead on behalf of our client, a financial services and customer operations organization. This full-time leadership position is designed for an experienced professional ready to oversee case resolution workflows, support team agents, and manage client accounts.

Location: Manassas, VA
Schedule: Mon-Thu, 8:00am-5:00pm; Fri, 8:00am-2:00pm (100% onsite)
Salary: $20-$23/Hour

Responsibilities

• Oversee online and team case resolution processes to ensure timely and precise customer responses.
• Answer incoming calls efficiently to maintain a quick response time key performance indicator (KPI).
• Respond to customer inquiries within 3 business days whenever contact information is available.
• Resolve online service requests and team-created cases by applying established case management playbook protocols.
• Provide day-to-day agent support through communication platforms and email networks.
• Assist the team with processing payment solutions and making outbound client calls for payment options.
• Manage direct customer interactions regarding dispute resolution and handle tier-one escalations.
• Identify and communicate agent improvement opportunities to the team supervisor for ongoing coaching.
• Track individual and team goals, manage lockbox reconciliations, and reinforce the use of documented procedures.
• Support supervisory duties and manage call queues during the supervisor's absence.
• Participate in weekly calibration meetings, bi-weekly coaching, and establish structured performance tracking goals.

Qualifications

• High school diploma or equivalent is required, though an associate or bachelor's degree is preferred.
• 2 or more years of experience in customer service, case management, or a related operational field.
• Strong verbal and written communication skills paired with excellent multitasking capabilities in a fast-paced environment.
• Proficiency in using CRM systems, case management software, and financial tracking tools.
• Strong problem-solving, conflict-resolution, and tactical time-management skills.
• Preferred experience with payment processing, financial services, or dispute resolution processes.
• Familiarity with structured performance tracking and goal-setting frameworks.
• Bilingual capability in Spanish and English is considered a strong plus.